Effective Education for the Contact Centre

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Effective Education for the Contact Centre Simon
Hann CEO Joel Percy General Manger Contact
Centre Business
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Who We Are
Salmat eLearning is a business unit of Salmat.
We deliver effective learning outcomes that
improve employee performance.
Specific expertise around developing training
solutions for contact centres.
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Why use eLearning in Contact Centres?
Improved Agent Performance  - eLearning combines
interactivity, accessibility and usability to
create virtual training that translates into real
results. Increase in Agent Speed to Competence -
agents have easy access to the training they
need, when they need it. Reductions in Training
Time and Costs Many of the costs associated with
delivering training are reduced or eliminated.
 Training scheduled around peak call times,
turning downtime into training time. Higher
Levels of Agent Engagement -When training is
engaging and relevant, learners enjoy and
actively participate in their own development.
This means higher performance and staff
retention.
Superior performing contact centers today
leverage eLearning to change training by pushing
up to 80 percent of ongoing training content and
100 percent of the communications content to the
agents' desktop. This enables adult learning and
reduces the training costs and risks of training
and also improves agent adoption of knowledge
and skills. This helps companies overcome the
difficult task of improving agent skills,
ultimately enabling contact centres to deliver
improved customer service, collections and sales.
CB Richard Ellis Date November 17, 2008
(www.cbre.com)
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Development Pathway
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Development Pathway
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Jetstar Case Study

• Project Brief
• Develop e-Learning for Contact Centre Agents in
  Australian and Malaysian contact centres covering
  full training requirements
• Induction (About Jetstar, the Brand and History)
• Product Knowledge (Services, Routes, Fares)
• Policy (Fare Rules, Privacy etc.)
• Sales and Customer Service (Asking for the Sale,
  etc.) and
• System Training (Flight Speed Reservation System)

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Jetstar Case Study

• Blended Delivery Method
• Trainer available to assist agents as they
  complete self-paced e-learning
• New agents Double-Jack with existing agents
• Meet-and-Greet with management team
• Trainer facilitates conversations around
  knowledge
• Foundation presented in e-learning content

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Jetstar - Speed to competence outcomes
Training Delivery Time (days)
Assessment Results
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Jetstar Job Performance - Sales Conversion
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Jetstar Job Performance - Average Handle Time
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Jetstar Job Performance - Sales Per Hour
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Jetstar Return on Investment
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Jetstar Project Outcomes

• Project Delivered
• Improved agent speed to competence
• Provided better equipped agents (reduced
  attrition)
• Improved agent performance
• Reduced training delivery costs
• Reasons
• Well defined and supported project - stakeholder
  engagement
• Full time access to client SME
• Instructional Design - training mapped to skills
  knowledge and compliance for learner profile
• Training designed/mapped to work process
• Ongoing evaluation and refinement

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The current economic climate
Unemployment reached 5.7 - March 2009
At least 25 reduction in agent
attrition
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Catriona! Thats great news!!
Well...maybe not Joel...
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Development Pathway
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Quality Conversations
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Quality Conversations
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Quality Conversations
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Accredited Training

• BSB30207 Certificate III/IV in Customer
  ContacteLearning courseware for blended delivery

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Development Pathway
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1800 037 499 ww.salmatelearning.com.au
Combine expert instructional strategies and
methodologies, research skills and regular
communication with SMEs. Use instructional
designers to create tailored Learning that is
consistent, connective and audience appropriate.
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1800 037 499 ww.salmatelearning.com.au
Embrace the notion that engaging learning
generates engaged learners. Create learning that
is contextualised, entertaining and immersive.
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1800 037 499 ww.salmatelearning.com.au
Investments in learning must embrace engaging and
educational philosophies to create an effective
learning program that improves learning outcomes,
business performance and most importantly
provides a significant and lasting return on
investment.
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1800 037 499 ww.salmatelearning.com.au
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Questions? Effective Education for the Contact
Centre Simon Hann CEO Joel Percy General
Manger Contact Centre Business www.salmatelearni
ng.com.au